Solved: EIM 4.3 - KB search

lohjintiam · ‎10-20-2010

Hi all,

As an agent, is it possible to search for a KB article to be used as a reference or as part of the email reply? Currently it seems like the agent will need to browser through the KB tree folder like structure to retrieve any articles.

Thanks!

-JT-

BarryMclellan72678_2 · ‎10-20-2010

Hi JT,

The agent can click on Search, and in the search window set the Object Type to :Article and then you can set your search criteria.

Once the results come up, they can click on one, and then hit the 'Add to Reply' option.

They can also click the Bookmark button, which will allow the agent to just click on KB, and then BookMarks the next time they want to specifically use this.

Barry

View solution in original post

BarryMclellan72678_2 · ‎10-20-2010

Hi JT,

The agent can click on Search, and in the search window set the Object Type to :Article and then you can set your search criteria.

Once the results come up, they can click on one, and then hit the 'Add to Reply' option.

They can also click the Bookmark button, which will allow the agent to just click on KB, and then BookMarks the next time they want to specifically use this.

Barry

lohjintiam · ‎10-21-2010

Hi Barry,

Thanks for the info.

Do you know if its possible to have/add a Search button on the KB information pane which will search for articles directly instead of using the Search module?

Thanks!

-JT-

BarryMclellan72678_2 · ‎10-25-2010

Hi JT,

Not that I am aware of!

Barry